Vector PC-Duo User Manual

1 PC-Duo Gateway Guide Release 11.6 June 2010 Vector Networks Technologies 541 Tenth Street, Unit 123 Atlanta, Georgia 30318 (800) 330-5035

PC-Duo Gateway Guide 10 PC-Duo applications The PC-Duo remote desktop solutions include some or all of the following applications: PC-Duo Applicatio

PC-Duo Gateway Guide 100  Modify Active Hosts: Determines if you can delete an active managed Host connection from the Active Hosts folder.  Vie

Gateway Configuration 101 Settings Security Access control and security permissions for the Gateway settings can be granted from the Settings Security

PC-Duo Gateway Guide 102 In the Permissions tab of the Advanced Security Settings window, select an entry for which you want to assign advanced p

Gateway Configuration 103 Each advanced permission is treated individually; you can click Allow or Deny for any permission in the list. The followi

PC-Duo Gateway Guide 104  Modify Encryption Settings: Determines if you can modify settings on the Encryption tab.  View Recording Settings: Det

Gateway Configuration 105 Operation Security Access control and security permissions for the Gateway operations can be granted from the Operation Secu

PC-Duo Gateway Guide 106  Import Session: Includes permission to call the Gateway Client methods import_v25_Session and importSession, which create

Gateway Configuration 107 Each advanced permission is treated individually; you can click Allow or Deny for any permission in the list. The followi

PC-Duo Gateway Guide 108 Managed Hosts The Gateway Administrator can be used to manage and control access to managed Hosts that are listed in the Mana

Gateway Configuration 109 All Hosts group Each Gateway has an All Hosts folder, which is initially empty. the Hosts which are configured to report to

PC-Duo Overview 11 PC-Duo Master PC-Duo Master is a console application that technicians can use to establish remote support connections to

PC-Duo Gateway Guide 110 Manage groups Create and manage your own groups with the following commands:  View group properties  Add a group  Ed

Gateway Configuration 111 Type a name and optional description for the group, and click OK. Edit the properties of a group To edit the properties o

PC-Duo Gateway Guide 112 General group properties View and/or edit the group name and description from the General tab on the Properties window for th

Gateway Configuration 113 Group security Set security permissions for a specific group by selecting the Group Security tab in the Properties window fo

PC-Duo Gateway Guide 114  Edit Security: Determines if the Master user can change the security settings for the selected group.  Special Permiss

Gateway Configuration 115  Change Permissions: Determines if the Master user can allow or deny permissions in the Group Security tab.  Take Owne

PC-Duo Gateway Guide 116  Select a user or group and click Allow or Deny for the list of Permissions, each of which is a common grouping of individ

Gateway Configuration 117 Each advanced permission is treated individually, click Allow or Deny for any of the following permissions:  Visible:

PC-Duo Gateway Guide 118  Clipboard Write: Determines if the Master user can write contents of the clipboard to a Host computer application from th

Gateway Configuration 119 Session security for a group Configure security for completed recording sessions of any Host in a specific group by selectin

PC-Duo Gateway Guide 12 With PC-Duo Gateway configured as the hub of your remote support network, you can:  Organize large numbers of Host computer

PC-Duo Gateway Guide 120  Edit Security: Determines if the Master user can change the Session security settings for the selected group.  Special

Gateway Configuration 121  Read Permissions: Determines if the Master user can read permissions in the Session Security tab.  Change Permissions

PC-Duo Gateway Guide 122 Manage Hosts Manage Hosts and their properties using the following commands:  View Host properties  Remove a Host from

Gateway Configuration 123  ―Effective Security‖ to view the net effect of individual and group security policies on a specific managed Host.  ―

PC-Duo Gateway Guide 124 NOTE: The workstation’s Host key will be needed to connect to a Host through the Gateway from the Master command line. S

Gateway Configuration 125 In the Host Security tab, the following tasks can be performed:  Click Add to add a user or group for which you will s

PC-Duo Gateway Guide 126  Special Permissions: Indicates a non-standard grouping of permissions. Click Advanced to specify special permissions an

Gateway Configuration 127  File Transfer Read: Determines if the Master user can transfer a file from the Host to the local computer.  File Tran

PC-Duo Gateway Guide 128 Click Advanced to view special permissions and advanced settings; the Advanced Security Settings window will appear. In th

Gateway Configuration 129  Visible: Determines if the Master user can see this Host. Some Hosts may not otherwise be visible to the Master user

PC-Duo Overview 13 PC-Duo technologies PC-Duo remote desktop solutions utilize highly optimized technologies to deliver speed, performance and reliabi

PC-Duo Gateway Guide 130  Remote Management: Determines if the Master user can issue WMI commands to the Host and process responses vithe Remote Ma

Gateway Configuration 131 3 The remote machine security policy is applied next. 4 The group security policy for any group to which the remote mach

PC-Duo Gateway Guide 132 In the Session Security tab, the following tasks can be performed:  Click Add to add a user or group for which you will

Gateway Configuration 133 In the Permissions tab of the Advanced Security Settings window, select a user or group of users for which you want to assig

PC-Duo Gateway Guide 134  Take Ownership: Determines if the Master user can take ownership of permissions in the Session Security tab away from ano

Gateway Configuration 135  Start Time - Displays the time the recording began.  Duration - Displays the length of the recording.  Workstat

PC-Duo Gateway Guide 136 Groups View all of the groups to which a managed Host belongs from the Groups tab on the Properties window for that Host.

Gateway Configuration 137 Terminal Services group A new group called "Terminal Services on <ServerName>" appears when Hosts running in

PC-Duo Gateway Guide 138 System group A group special group named System under Managed Hosts contains a set of ‗virtual‘ Hosts you can connect to with

Gateway Configuration 139 Gateway Server 'At-A-Glance' Gateway Server At-A-Glance provides some server-specific statistics when you connect

PC-Duo Gateway Guide 14 PC-Duo services PC-Duo remote desktop solutions offer technicians a number of professional-quality services for investigating

PC-Duo Gateway Guide 140 Gateway Server Performance Gateway Server Performance Monitor provides some process-specific statistics when you connect to i

Gateway Configuration 141 Unmanaged Hosts Unless the default settings for the Gateway are modified, all managed Hosts that are configured to report to

PC-Duo Gateway Guide 142 Active Status View the status of the following types of active operations in the Active Status folder:  ―Active Gateway Da

Gateway Configuration 143 Active Gateway Data Services Each Gateway in the Gateway Administrator window has its own Active Gateway Data Services folde

PC-Duo Gateway Guide 144 Active Master Connection Services Connection services include remote control, remote printing, file transfer, chat and remote

Gateway Configuration 145 Active Recordings View a list of recordings that are in process on managed Hosts in the Active Recordings folder. For each r

PC-Duo Gateway Guide 146 Pending Host Status Updates View a list of remote computers with Hosts that are queued to report their current status to the

Gateway Configuration 147 Help Get help on the Gateway Administrator in any of the following ways:  Select Help > Help on the Gateway Administra

149 Gateway Messages  "Event Messages" Event Messages Use this appendix as a reference to look up the Gateway event messages that may ap

PC-Duo Overview 15 PC-Duo connection types PC-Duo services are performed over service connections between a PC-Duo Master (with appropriate access rig

PC-Duo Gateway Guide 150 damaged. 106 ―No valid license was found.‖ or ―Your trial period expired on [DATE].‖ 107 The Gateway Server could not start b

Gateway Messages 151 206 Gateway failed to contact Host [STATION] at [ADDRESS] to obtain status update (error code:[ERROR]). 207 Gateway noted Host [S

PC-Duo Gateway Guide 152 307 Gateway periodic tasks found [NUMBER] log files in [DIRECTORY] and deleted [NUMBER]. 308 Gateway periodic tasks started d

Gateway Messages 153 Connection was opened by [USERNAME] at address [ADDRESS]. 812 Connection [APPID] for Master services was denied to [USERNAME] at

PC-Duo Gateway Guide 154 code:[ERROR]). Attempted by [USERNAME] at address [ADDRESS]. 832 Connection [APPID] was denied permission to start recording

Gateway Messages 155 1000 Connection [APPID] sent IPC to client [ACTIVECLIENTID]. Connection was opened by [USERNAME] at address [ADDRESS]. 1001 Conne

PC-Duo Gateway Guide 156 rights [RIGHTS]. Connection was opened by [USERNAME] at address [ADDRESS]. 1014 Connection [APPID] created Group [GROUPNAME]

Gateway Messages 157 1022 Connection [APPID] disconnected Master [USERNAME] authenticated as [USERNAME] at [ADDRESS]. Connection was opened by [USERNA

PC-Duo Gateway Guide 158 1030 Host screen PAUSED (Station:[STATION], Protocol:[PROTOCOL], Address:[ADDRESS], WorkstationID:[WORKSTATIONID], ActiveHost

Gateway Messages 159 [USERNAME] at address [ADDRESS]. 2002 Connection [APPID] released input control of Host [STATION] ([WORKSTATIONID]). Connection w

PC-Duo Gateway Guide 16 In order to execute this feature, both the MAC address and the last known IP address of the remote computer must be known. Sin

PC-Duo Gateway Guide 160 Connection was opened by [USERNAME] at address [ADDRESS]. 2011 Connection [APPID] denied delete of Host [STATION] ([WORKSTATI

Gateway Messages 161 2018 Connection [APPID] added Host [USERKEY or WORKSTATIONKEY] from Group [GROUPID]. Connection was opened by [USERNAME] at addre

PC-Duo Gateway Guide 162 3003 Connection [APPID] denied read access to diagnostic logging settings. Required rights [RIGHTS]. Connection was opened by

Gateway Messages 163 3012 Connection [APPID] queried (read) license [LICENSEKEY]. Connection was opened by [USERNAME] at address [ADDRESS]. 3013 Conne

PC-Duo Gateway Guide 164 [ADDRESS]. 3026 Connection [APPID] denied right to delete polling schedule [POLLID] of the [PROTOCOL] network. Required right

Gateway Messages 165 4002 Connection [APPID] deleted Group [GROUPNAME] ([GROUPID]). Connection was opened by [USERNAME] at address [ADDRESS]. 4003 Con

PC-Duo Gateway Guide 166 5006 Connection [APPID] deleted SessionSecurity for ([WORKSTATIONID] X [USERNAME]). Connection was opened by [USERNAME] at ad

PC-Duo Overview 17 Peer-to-peer connections When a computer with PC-Duo Master establishes a direct connection to a computer with PC-Duo Host, the con

PC-Duo Gateway Guide 18 Gateway-managed connections When a computer with PC-Duo Master establishes a connection to a computer with PC-Duo Host throu

PC-Duo Overview 19 Gateway (G)-managed connections from Master (M) to Host (H) . Firewall-friendly connections When PC-Duo Master users need acces

PC-Duo Gateway Guide 20 directly to PC-Duo Gateway for recording and/or further transmission to a PC-Duo Master. Note: Because TS sessions are captur

PC-Duo Overview 21 Limitations of TS Hosts Due to technical limitations and the nature of Terminal Services sessions, the following Host features are

PC-Duo Gateway Guide 22 PC-Duo security features One of the most valuable aspects of PC-Duo remote desktop solutions is the ability to create and enfo

PC-Duo Overview 23 Gateway (see ―Firewall-friendly connections‖ for more information about PC-Duo firewall-friendly connections). To guarantee securit

PC-Duo Gateway Guide 24  The Gateway will check the Windows credentials of the PC-Duo Master users in the Master-Gateway part of a Gateway-managed

PC-Duo Overview 25 Gateway. The Host will validate the Gateway Server certificate before accepting the connection, ensuring that the Host is communica

PC-Duo Gateway Guide 26 PC-Duo Gateway also features screen recording for any Host in contact with a Gateway, whether or not there is an active remote

PC-Duo Overview 27 PC-Duo networking features PC-Duo remote desktop solutions support several standard transport protocols for computer-to-computer co

PC-Duo Gateway Guide 28 PC-Duo documentation and technical support Each of the four PC-Duo components has its own guide:  PC-Duo Master Guide 

PC-Duo Overview 29 File names and computer text can also be displayed in italics to indicate that you should replace the values shown with values appr

3 Table of Contents PC-Duo overview ...

31 Gateway Installation The Gateway can be installed on any computer that runs a supported operating system (OS) and meets the minimum requirements de

PC-Duo Gateway Guide 32 Requirements The Gateway can be installed on any computer that runs a supported operating system (OS) and meets the minimum re

Gateway Installation 33 remote desktop, the type and amount of screen activity, the use of wallpaper and/or other visual effects, etc. Also, note that

PC-Duo Gateway Guide 34 Configuration options The Enterprise can be configured to operate in any of the following ways:  Gateway only: Require all

Gateway Installation 35 Installation notes The Gateway has two main components:  The Gateway, which runs as a service with no user interface. Multi

PC-Duo Gateway Guide 36 Gateway service accounts The Gateway service runs as a domain-based or local account, not as LocalSystem or another built-in a

Gateway Installation 37 NOTE: At this first connection, the Host implicitly trusts the Gateway because it is on the known Gateways list. For even high

PC-Duo Gateway Guide 38 SSL certificates The Gateway Certificate Manager gets installed along with the Gateway and has options as shown below: NO

Gateway Installation 39  "View Certificate" Select a previously installed certificate To select a certificate previously installed in the

PC-Duo Gateway Guide 4 Screen recording requirements ...

PC-Duo Gateway Guide 40 2 Enter the required information for the new certificate, and then click OK. Create a certificate request for a certific

Gateway Installation 41 Install a certificate created by a certificate authority If a certificate request has been submitted to a certificate authorit

PC-Duo Gateway Guide 42 View the details of the certificate on the Details tab:

Gateway Installation 43 Select certain sets of detail by choosing one of the filters available under the Show: dropdown box. The default is to show

PC-Duo Gateway Guide 44

Gateway Installation 45 Licensing If you downloaded this software on a 30-day trial basis and want to continue using the product, you may purchase it

PC-Duo Gateway Guide 46 Your license is activated immediately. You do not need to restart the Gateway server. NOTE: If you are upgrading, then the

Gateway Installation 47

49 Gateway Operation Once the Gateway, the Host, and the Master are properly configured, the Master user can follow these steps to connect to a Host c

PC-Duo Overview 5 Gateway Server Settings ...

PC-Duo Gateway Guide 50 Start the Gateway Gateway has two main components:  The Gateway runs as a service with no user interface. You can have mul

Gateway Operation 51 Run the Gateway Administrator The Gateway Administrator window runs as a portion of an MMC console tree. The Gateway console tree

PC-Duo Gateway Guide 52 Configure security through the Gateway The Gateway has six different areas of security.  Use ―Gateway Security‖ to configur

Gateway Operation 53 Configure the Gateway Follow this procedure to set up and configure the Gateway in your network. Each step provides directions to

PC-Duo Gateway Guide 54  Assign the access and control rights to individual users, or to (domain) groups of users. In particular, if users who conn

Gateway Operation 55 Send Wake-on-LAN Signal When a Master attempts to connect through the Gateway to a remote computer with a Host, and the last Host

PC-Duo Gateway Guide 56 Menu options The following section includes descriptions of commands available from the context menu when a Managed Host is hi

Gateway Operation 57 Properties Show Managed Hosts properties tab for selected Host Help Show context sensitive Help file for this subject

59 Gateway Configuration This section explains each of the components of the Gateway that can be configured using the Gateway Administrator. 

PC-Duo Gateway Guide 6 PC-Duo overview Thank you for selecting PC-Duo™ remote desktop solutions. PC-Duo remote desktop solutions provide professional

PC-Duo Gateway Guide 60 Remote Control Gateway servers When you start the Gateway Administrator, the list of currently configured Gateways is listed u

Gateway Configuration 61 When adding the Gateway, you can perform one of the following:  Specify the Gateway network address and protocol directly.

PC-Duo Gateway Guide 62 If the Gateway Administrator is not connected, a red icon will appear next to the Gateway:

Gateway Configuration 63 Connection tab To view and/or edit connection configuration settings, right click on any the Gateway listed under Remote Con

PC-Duo Gateway Guide 64 The Connection tab lets you view and/or edit the following parameters of the connection configuration settings:  The use

Gateway Configuration 65  Select Use the following username and password to change the credentials used to connect. With this option, you can check

PC-Duo Gateway Guide 66 Gateway Server Settings From Gateway Server Settings, the following setting can be viewed and/or edited:  "General Set

Gateway Configuration 67 General tab the Gateway provides options for the following managed Host management styles:  Workstation-based managed Host

PC-Duo Gateway Guide 68 The following options can be set in the General tab:  Type or modify the name for the Gateway under Gateway station na

Gateway Configuration 69 usernames from “Unmanaged Hosts” to the “All Hosts” group. This automatically lists any newly discovered users of Host comput

PC-Duo Overview 7 What’s New with PC-Duo 11.6 PC-Duo 11.6 introduces the following new features and capabilities:  Terminal Services Host configura

PC-Duo Gateway Guide 70 3 Type Number representing the type or cause of the event: • 0 = Success • 1 = Error • 2 = Warning • 4 = Information •

Gateway Configuration 71 10 Result 32-bit error or result code generated by the program or by a system function employed by the program, for example,

PC-Duo Gateway Guide 72 18 MiscInfo Contains miscellaneous information, for example, program location. 19 Message Contains a copy of the text logged t

Gateway Configuration 73  To send log events to the system Event viewer, check Create entries in Event Viewer Application Log.  To send log even

PC-Duo Gateway Guide 74 February 26, 2006 MACHINE-Gateway-2006-02-26-00.CSV February 27, 2006 MACHINE-Gateway-2006-02-27-00.CSV February 28, 2006 MACH

Gateway Configuration 75 Protocols tab Enable protocols and configure TCP/IP and SSL policies under the Protocols tab of the General Settings Properti

PC-Duo Gateway Guide 76 connections to client computers running the Master or the Gateway Administrator. The windows that appear after clicking Host a

Gateway Configuration 77 Specify one of the following address exception options:  Select Single computer (at one IP address) to specify one exce

PC-Duo Gateway Guide 78 Encryption tab Encryption options can be enabled under the Encryption tab of the General Settings Properties window. Sele

Gateway Configuration 79 encryption options with another the application), or to enable/disable encryption options.  Check Master Connection S

PC-Duo Gateway Guide 8  Bandwidth throttling: PC-Duo 11.2 allows screen capture settings to be modified in order to reduce the amount of bandwidth

PC-Duo Gateway Guide 80  Once a day, on selected days of the week - Specify the Starting at time by selecting the Hour and Minute from the drop-dow

Gateway Configuration 81  According to an Advanced schedule - Specify the most specific dates and times by typing comma-separated values for the

PC-Duo Gateway Guide 82  Set of Minutes past the hour - Acceptable values are 0 to 59. This setting works in conjunction with the previous one. If

Gateway Configuration 83 To specify the location where the Gateway saves recorded sessions, type a full path in the Recording File Directory text b

PC-Duo Gateway Guide 84  The Maximum duration (seconds) after minimum field specifies the longest amount of time that a recording can go before

Gateway Configuration 85 Each "user mode profile‖ consists of the following information:  Description string  Image type (two choices --

PC-Duo Gateway Guide 86 Profile Settings High Medium Medium Low Low Description High Quality Medium Medium-Low (recording) Low (recording) Image Type

Gateway Configuration 87 The Maximum number of managed workstations and Current number of managed workstations are displayed. You can perform the f

PC-Duo Gateway Guide 88 Network tab Network address ranges that the Gateway will consider to be on "the local network" can be viewed, added

Gateway Configuration 89  Select Single Computer (at one IPv4 address) and enter an IP address in the Address field.  Select Group of compute

PC-Duo Overview 9 PC-Duo solutions Vector Networks provides two solutions for remote desktop support: PC-Duo Express PC-Duo Express is an easy-to-use

PC-Duo Gateway Guide 90 Poll for Hosts The Gateway can periodically search the network for computers running the Host according to a schedule you crea

Gateway Configuration 91 Edit a polling schedule To edit a polling schedule, double-click the schedule in the Polling for Hosts folder. The Polling S

PC-Duo Gateway Guide 92 Specify the protocol and one or more addresses:  Select the protocol and port from the list. Type the port number if you

Gateway Configuration 93  Check the days of the week for which you would like to schedule a poll.  Select the hour and five-minute interval (

PC-Duo Gateway Guide 94  Select the number of times each day to repeat the polling schedule.  Select the frequency of repetition and starting

Gateway Configuration 95 For more information about the type of data to enter, see According to an Advanced Schedule description. Run a polling sch

PC-Duo Gateway Guide 96 Gateway Security Users can be granted the right to access and administer Gateway Security under Gateway Server Settings in the

Gateway Configuration 97 Data Services Security Access control and security permissions for the Gateway operations can be granted from the Data Servi

PC-Duo Gateway Guide 98  Special Permissions: Indicates a non-standard grouping of permissions.  Click Advanced to specify advanced permissions

Gateway Configuration 99 Each advanced permission is treated individually; click Allow or Deny for any of them. The following permissions exist: 